Senior Manager, Client Services

We appreciate your interest in employment with The Honest Company! The Honest Company is committed to a policy of equal employment opportunity, and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally-recognized protected basis under federal, state, or local law. Applicants with disabilities who need assistance with the application process may be entitled to a reasonable accommodation in accordance with applicable law. If you need assistance in completing this application or with the application process because of a disability, please contact the Human Resources Department at 1.888.862.8818 or 1.310.857.3020.

About Us

The Honest Company (NASDAQ: HNST) is a digitally-native consumer products company born in the Gen Z era to make purpose-driven consumer products designed for all people. Since its launch in 2012, Honest has been dedicated to creating thoughtfully formulated, safe and effective personal care, beauty, baby and household products, which are available via , third-party ecommerce partners and approximately 50,000 retail locations across the United States, Canada and Europe. Based in Los Angeles, CA, the Company's mission, to inspire everyone to love living consciously, is driven by its values of transparency, trust, sustainability and a deep sense of purpose around what matters most to its consumers: their health, their families and their homes. For more information about the Honest Standard and the company, please visit .

Our Mission

We're on a mission to empower people to live happy, healthy lives. We're a wellness brand with values rooted in consciousness, community, transparency, and design. Every day and in every way, we hold ourselves to an Honest standard. We believe that it is our responsibility to do our part to help create a healthy and sustainable future for all.

The Role

Join our best-in-class Client Services squad, where creating joy for our customers is our mission across every channel—whether it's phone, email, social media, or live chat. As the Senior Manager of Client Services, you’ll be the driving force behind boosting department efficiency and energizing our team’s spirit. Imagine having the freedom to craft and implement inventive strategies that elevate our customer service game! We’re on the lookout for a passionate leader who’s excited to champion and elevate Honest’s legendary reputation for delivering an exceptional, unmatched customer experience.

What you'll do:

• Manage the Client Services team; mentoring and training team members to ensure that all representatives are providing excellent service to customers
• Coach, motivate and mentor Client Services Team Leads
• Develop strategic and operational plans for measuring and improving performance
• Drive performance on written and phone channels against department/individual performance metrics
• Reduce ASA; AHT and improve agent performance to meet team metrics
• Implement NPS scoring/tracking system across email & phones
• Pro-actively work with Product team to compile answers to FAQ’s and communicate product launches to team
• Track customer sentiment and communicate to the team via weekly team huddles/monthly team meetings
• Participate in 1:1’s with agents/team leads and effectively communicate performance to each agent/TL to support growth and employee development throughout the year
• Align with warehouse re: damage/loss stats and customer feedback
• Partner with Associate Director to serve as CS liaison w/SCM and other key internal business partners
• Report on YoY performance stats; reduce COS; increase GP margins through reduction in comp freight/discounts/credits where possible
• Implement cross training program within the department for all channels (phone; email; social; chat)
• Manage BBB complaints and track YoY

You'll love this job if you're:

• A dedicated leader. You lead by example and inspire others to follow suit!
• An exceptional communicator. No matter the audience, you deliver your thoughts clearly, concisely, and confidently
• A great coach and teacher. You’ll help new Client Services reps learn the ropes and refine their skills
• Quick on your feet! When problems arise, you are always thinking (at least) one step ahead and reliably produce responses and solutions with speed
• An exceptional multitasker. You’re quick, organized, and you work with a sense of urgency
• Adaptable and ambitious. You will enthusiastically take on other assignments as needed to support your team!

What you'll need:

• Bachelor’s Degree/or equivalent experience is preferred
• 4+ years of managerial experience in a call center environment
• Exceptional written and oral communication skills
• Extensive experience managing and coaching a team through an evolving CX environment
• Proven ability to deliver results in a high volume, customer-focused environment while supporting a team and elevating CX to the next level
• Experience collaborating at the executive level in a long-term, strategy-driving capacity

Compensation

The pay range for this role is $98,000- $115,000. Actual compensation is based on many factors including but not limited to depth of experience, skill level, ability, knowledge, education, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.

The total rewards package for this position may also include base, annual incentive plan, benefits, retirement plan, equity, and Employee Stock Purchase Plan.

Benefits & Perks

We offer a competitive benefits package including comprehensive health and wellness coverage, 401k with company match, wellness incentives including a monthly fitness reimbursement and onsite fitness classes, options for education reimbursement, and a discount on all products. We value work-life balance and offer a generous and flexible vacation policy. Thinking about adding little ones to your family? Honest offers generous maternity and paternity leave. We love the furry kids too and offer pet insurance so your companions are well taken care of.

California Privacy Rights Notice for Californian Job Applicants and Prospective Talent

Effective Date: January 1, 2020

Under the California Consumer Privacy Act of 2018 (“CCPA”), The Honest Company, Inc. (“Honest” or “us” or “we”) is required to inform California residents who are our job applicants or prospective talent (together “job applicants” or “you”) about the categories of personal information we may collect about you and the purposes for which we use this information. Click here if you are a California resident to read disclosures required by the CCPA. Note this notice applies only to personal information that is subject to the CCPA.

Categories of Personal Information We Collect. We may collect the following categories of personal information about our job applicants, who are California residents:

• Name
• Signature
• Social Security Number
• Email and mailing address
• Telephone number
• Education
• Employment history

How We Use Job Applicants' Personal Data. We use and disclose the personal information we collect for our business purposes. These business purposes include, without limitation:

• Processing evaluating your application to determine your qualifications for the role to which you’ve applied, and communicating with you about your application, including to check references or your background, and communicate with you about other jobs that may interest you.
• Other business purposes as identified in the CCPA, which include:
• Auditing related to our interactions with you;
• Legal compliance
• Detecting and protecting against security incidents, fraud, and illegal activity;
• Debugging;
• Performing services for us, such as analytics;
• Internal research for technological improvement; and
• Internal operations.

Other Interactions with The Honest Company. More information about our privacy practices can be found in our Privacy Policy, which is incorporated herein by reference.

Contact Us. For questions or concerns about our , please contact us at .